ShepHyken

JANUARY 23, 2024

This happens at my car dealership, bank, and other supposed customer-focused organizations. Their processes bog the customer down with repetitive tasks and often unnecessary procedures. Create a centralized customer profile system where a customer’s basic information, such as name, address, phone number, etc.,

Insurance 86

Insurance Banking Customer Service Training Retail 86

Steve DiGioia

NOVEMBER 5, 2015

She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers.

Customer Service 100

Customer Service Hospitality Hotels Customers 100

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

MAY 18, 2022

What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. The lesson is simple and reminds me of what I share in our customer service workshops: “No question is a dumb question.”

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

Comm100

NOVEMBER 30, 2017

So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. Because of this, it’s important to back up systems training with training focused on the customer experience of your live chat customers, helping your agents to understand the service impacts of your new channel.

Training 102

Training Customer Service eBook Tips 102

ShepHyken

JANUARY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Knowledgeable and Friendly Agents Earn Customers for Life: Why Brand Trust Rides on the Customer Service Your Contact Center Agents Deliver by Veronica Krieg. Here are my top five picks from last week.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. So telling yourself these myths about customer experience is a big no-no and won’t take you where you want to go will they? Check out our thoughts on customer focus. We often get questions and comments on delivering great customer service and experiences.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

ShepHyken

JUNE 9, 2021

Some customers are angry because they have a complaint. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Some are just having a bad day. Follow on Twitter: @Hyken.

Customer Service Training 148

Customer Service Training Customers Training Customer Service 148

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Comm100

DECEMBER 19, 2017

Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. The activities in this eBook can be great training materials to improve customer service or morale in your team.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Company 72

Company Fashion Customer Service Training Comparison 72

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

JANUARY 18, 2017

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. There is an exercise we occasionally do in our workshops. He was hiring for his IT department. All of the above and more.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

ShepHyken

JANUARY 22, 2020

I’ve learned a lot over the years by attending his workshops and coaching sessions. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 142

Customer Service Training Training Customer Service Sales 142

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. When a customer places an order, he or she is immediately notified by email. For questions, please contact me at extension 114 or call our customer service team at 800-820-4722.”

Communication 72

Communication How To B2C Exercises 72

Myra Golden

DECEMBER 19, 2017

Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. It can make you more defensive and less willing to help your customers. Also, know that personalization can get in the way.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

ECXO

APRIL 18, 2024

As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase. He conducted workshops, held regular meetings with different teams, and even started a mentorship program to nurture the customer-centric mindset within the company.

Customer Experience 103

Customer Experience Customer Centricity Chief Customer Officer Culture 103

One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service Training 111

Customer Service Training Course Customer Service Training 111

Customer Guru

AUGUST 8, 2018

He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek is internationally renowned for his expertise as a keynote speaker, customer service expert, and front-line trainer.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. Owners of small businesses and leaders of the largest companies recognize the importance of CX.

Employee Experience 91

Employee Experience Customer Experience Exercises Customer Service Training 91

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees. Cost of service.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

JULY 26, 2017

Customer service is the same way. In some of the workshops we present on service, there is an exercise where we ask the audience members to come up with the most common complaints they hear from customers. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Exercises 94

Exercises Video Policies Customer Service Training 94

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. Confusing Customer Service Delivery with Customer Experience Delivery. And guess what? Enjoy this blog post?

Innovation 65

Innovation Customer Retention Consulting Culture 65

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. As some companies grow, they purposely change their shift from customer focused to bottom line focused. Keep focused on the people. Shep Hyken. Long term that can be a mistake. How to prevent it?

Industry 100

Industry Culture Metrics Customer Centricity 100

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

SurveySensum

JANUARY 11, 2024

These tools aren’t just about efficiency; they are about creating a seamless workflow that empowers your team to deliver exceptional customer service. Consequently, their ability to satisfy and delight customers also increases. This confidence is infectious and shows in how they handle customer queries and challenges.

e-support 52

e-support Culture Feedback Tools 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Liberate yourself from toxic professional stories. Planning your next corporate or association meeting?

Leadership 70

Leadership Conference Innovation Culture 70

One Millimeter Mindset

NOVEMBER 28, 2018

And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Rather than creating strategically-positioned contributions to customer experience. Subscribe to my blog.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Goldstein has hit on a key point about customer experience. Digital technology can enhance the customer experience.

Technology 133

Technology Touchpoint Case Study Consulting 133

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. Innovating an effective customer retention strategy is a long-term commitment between you and your customer.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

One Millimeter Mindset

NOVEMBER 8, 2018

What type of customer experiences result from uncollaborative company cultures? In addition, our customer service process and personnel are clear indicators of whether everyone serving the customer is on the same cultural page. Even when customer service is outsourced. It doesn’t have to be that way anymore.

Customer Retention 71

Customer Retention Culture Company Banking 71

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. I will be honored to customize my keynotes and workshops to your next event. Right here, Today. Discover what is Possible, Tomorrow.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68